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The Impact of Service Failure

Recognize how and why service failures occur. Watch Now

Total Running Time: 15:22

jaycustomer, saboteur, service failure, Service Management

The Impact of Service Failure

Service Quality Gap Analysis

Recognize where service quality can be comprised and how to minimize such impacts. Watch Now

Total Running Time: 13:24

gap analysis, Service Management, Service quality, service quality gap, SERVQUAL

Service Quality Gap Analysis

Measuring Service Quality

Recognize how measuring service quality can inform decision making. Watch Now

Total Running Time: 13:22

Service Management, Service quality, SERVQUAL

Measuring Service Quality

Service Quality

Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations. Watch Now

Total Running Time: 15:15

customer expectations, loyalty, satisfaction, Service Management, service profit chain, Service quality, Zone of tolerance

Service Quality

The Link Between Satisfaction and Loyalty

Recognize the relationship between satisfaction and loyalty and how to influence it Watch Now

Total Running Time: 20:54

customer delight, customer loyalty, Customer satisfaction, Service encounter, service evaluation, Service Management

The Link Between Satisfaction and Loyalty

Service Profit Chain

Describe the elements of the service profit chain framework and why it is necessary for effective service management Watch Now

Total Running Time: 12:02

Service Management, service profit chain

Service Profit Chain

Considerations for Service Recovery Strategies

Describe the challenges presented to developing service recovery strategies. Watch Now

Total Running Time: 20:30

service guarantee, Service Management, service recovery

Considerations for Service Recovery Strategies

Creating a Culture for Service

Explain why it is important to establish an organizational environment that supports the service strategy. Watch Now

Total Running Time: 13:50

Customer Service, service climate, service culture, Service Management

Creating a Culture for Service

Customer Service Research

Recognize how customer service research can enable data driven decision making. Watch Now

Total Running Time: 25:05

customer centricity, Customer service research, review economy, Service Management

Customer Service Research

Using Information to Glue the Guest Experience Together

Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product. Watch Now

Total Running Time: 14:51

customer information, guest experience, guest information, service delivery, service environment, Service Management, service product, Servicescape

Using Information to Glue the Guest Experience Together

Customer Centricity

Describe what it means to be customer centric/oriented. Watch Now

Total Running Time: 07:28

customer centricity, customer orientation, guestology, Service Management

Customer Centricity

The Service Encounter

Recognize the service encounter's role in meeting customer expectations. Watch Now

Total Running Time: 21:15

co-creation, customer expectations, customer participation, service delivery, Service encounter, Service Management

The Service Encounter

Transformation of the Service Economy

Describe why service management is important in practice and theory. Watch Now

Total Running Time: 11:42

globalization, Service Management, service marketing

Transformation of the Service Economy

The Nature of Services

Recognize key definitions and concepts related to service management. Watch Now

Total Running Time: 22:20

people processing, service dominant logic, Service Management

The Nature of Services

Why Study Service Management

Describe why service management is important in practice and theory. Watch Now

Total Running Time: 11:47

Engel�s Law, Service economy, Service Management

Why Study Service Management

The Guest Experience

Describe the integral elements of a service experience that seeks to meet/exceed guest expectations. Watch Now

Total Running Time: 16:02

guest expectations, guest experience, service components, service experience, Service Management

The Guest Experience

Meeting the Guest’s Expectations

Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services. Watch Now

Total Running Time: 14:20

Customer, guest, guest expectations, guestology, Service Management, service management framework

Meeting the Guest’s Expectations